Support tree #89
Support tree #89
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we need to make both of these pages discoverable
https://github.com/wireapp/wire-docs/blob/main/mkdocs.yml#L9 - here we can create a new entry which will be visible from all the pages and then a how-to/support/README.md page to support navigation for all the pages with in. for example: https://github.com/wireapp/wire-docs/blob/main/src/how-to/install/README.md
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| # Debugging Wire issues using the Inspector | ||
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| The inspector in your web browser can be a very handy tool, when debugging issues people see in their web browsers. |
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We can leave a note here about using chrome and not firefox
https://support.wire.com/hc/en-us/articles/202960551-What-do-I-need-to-use-Wire
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| ## Pulling a Calls Config / SFT errors | ||
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| Customer complaint: some conference calling not working, end user cannot get or has not yet gotten logs to us. |
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Should it be from customer or a user perspective?
we can also define us here as Wire support https://support.wire.com/hc/en-us/requests/new
| * Right click, anywhere in the web application, and open the inspector. | ||
| * The browser should now have a new window in it. This is the browser's inspector showing you the code for whatever you clicked on. | ||
| * Select the 'Network' tab of the inspector, and return to wire without closing the inspector window. | ||
| * In the wire application, select a room where others have successfully been placing conference calls, and where there are NO federated users. |
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In the wire application, select a room
Should we precise a room definition here with a channel or group?
| * If there is not a 'Url' column shown, please right click on 'Name', or 'File', and select 'Url' to make it visible. | ||
| * Click on the 'Url' column header once. This should sort the requests that were sent by Url. | ||
| * Find the requests that have the same URL as you found in the 'sft_servers' section of the calls config. | ||
| * Screenshot them. ensure that the 'Name' or 'File' is readable, the 'Url' is fully visible, the 'Method' is visible, and the 'Status' is visible. |
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should we ask for the response as well in the screenshot?
| Quick Facts: | ||
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| * Who can administrate your Wire installation / How do you contact them? | ||
| * Is your Wire Calling infrastructure hosted in a separate DMZ (Wire recommended), hosted alongside your Wire install, or are you using our Cloud Calling offering? | ||
| * What does the network path look like between your users, and your wire installation? | ||
| * Is there anything "out of the ordinary" about how your wire installation is configured? | ||
| * Have there been any major changes or failures recently? Inside your network, or in the wider Internet? (think: Cloudflare, AWS, etc...) |
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we can also mention to verify wire cloud status - https://status.wire.com/ if hosted with wire cloud
If client device (android, iOS and webapp) are the latest stable versions or not - find details here https://wire.com/en/app-download
What backend and client versions are you using?
| * What Domain Names are a part of your Wire installation? How are those domains resolved by the end users? | ||
| * Who is your Internet Service Provider? | ||
| * What DNS service does your wire install use? | ||
| * What network time source are your wire servers depending on? |
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network time source
network time source (NTP), we can add NTP to make it more clear
| * How do your users recieve notifications? (APNS / FCM / WebSockets) | ||
| * Are you managing wire on your users' mobile devices with a Mobile Device Management(MDM) product? | ||
| * How do your users find your wire installation? | ||
| * How do your users login to wire? What infrastructure does that depend on? (SSO, SCIM, LDAP, etc...) |
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we can also add a question for deeplink usage for login?
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| Your wire install is distributed across many physical computers, possibly in a datacenter. Wire recommends the deployment of wire in two clusters, one cluster for "calling", which is placed in your DMZ, and one cluster for "everything else", which lives in your secure hosting location. If your user is complaining about calling issues, knowing where your calling is located has become important. | ||
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| If you or the user have access to the web client (not desktop, has to be a real web browser), you or the end user can download your calling server configuration as it is given by the backend, following the procedure in (inspector.md). |
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following the procedure in (inspector.md).
broken md link -> Pulling a Calls Config / SFT errors
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| When your users complain about a service, the first instinct is to check if the service is online yourself. This is the first form of health check. Which health checks you perform and in what order should be based on the user's complaint, not "just" what we expect to see. | ||
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| https://docs.wire.com/latest/how-to/administrate/operations.html?h=health#health-checks |
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this page is also outdated, in that page, we need to add replace restund with coturn
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Basic information
Testing
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